Enforcement of contact center communication session routing behaviors转让专利
申请号 : US16169813
文献号 : US10827074B2
文献日 : 2020-11-03
发明人 : Roger I. Krimstock , Dwayne W. Ockel , Gregory P. Schin , Kevin Archer , Rusty Nelson
申请人 : Avaya Inc.
摘要 :
Routing one or more routing characteristics of a communication session/or agent session are identified in real-time. For example, a routing characteristic is captured for a communication session (e.g., a voice call) as it goes into a contact center queue and then to an agent communication endpoint. The routing characteristics of the communication session/agent sessions is compared to one or more predefined routing characteristics that identify a wanted and/or unwanted communication session routing behavior/agent session in the contact center network. In response to identifying the wanted and/or unwanted communication session routing behavior in the contact center network, routing of the communication session and/or agent session in the contact center network are automatically changed.